Customer Success Manager

🕒 Julho 10

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Itential

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2014

💼 Consultoria

🏥 Saúde

📦 Logística

💰 Convertible Note em 2022-02

Consulting • Healthcare • Logistics

A Itential é uma plataforma SaaS líder que se concentra em automação e orquestração de redes em nuvem híbrida. A empresa oferece produtos projetados para simplificar o gerenciamento de redes híbridas e automatizar fluxos de trabalho em sistemas e infraestruturas de TI, oferecendo soluções para automação de redes, orquestração e infraestrutura como serviço. A plataforma da Itential é utilizada por diversas indústrias, incluindo serviços financeiros, saúde, setor público e serviços gerenciados, para otimizar operações, melhorar a entrega de serviços e impulsionar a inovação por meio de processos avançados de automação.

Descrição

• Serve as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase • Proactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage • Collaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth • Proactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate • Maintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders • Proactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage • Serve as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments • Monitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services • Introduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment • Proactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption • Identify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes • Lead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes • Proactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed

🎯 Requisitos

• 3–5+ years in a Customer Success or customer-facing role, with at least 3 years of experience in a network, automation, or enterprise software environment • Technical background in networking, network automation, or IT, gained through formal education or hands-on professional experience • Demonstrated track record of driving product adoption and measurable customer outcomes in a B2B enterprise environment • Ability to build rapport with customer champions and work colleagues in a remote setting • Exceptional ability to communicate, identify risks, and proactively drive resolutions • Working knowledge of network automation concepts and technologies; familiarity with platforms such as the Itential Automation Platform (IAP), Ansible, Terraform, or Cisco NSO is strongly preferred • Ability to discuss integration patterns (ServiceNow, NETCONF/REST, Git-based workflows) and common automation use cases such as configuration compliance, change automation, and service provisioning • Knowledge of IT key concepts (network management, infrastructure, software development, cloud computing, etc.) • Strong time management, accountability, and personal organization • Experience analyzing and optimizing existing processes in the Customer Success department • Strong customer empathy and the ability to proactively surface and advocate for customer needs, translating feedback into actionable input for Product and Engineering • Experience with the Microsoft Office Suite (Word, Excel, PowerPoint); Salesforce; JIRA; and Confluence • Genuine enthusiasm for network automation and emerging technology, with the ability to translate complex concepts for audiences with varying levels of technical expertise.

🏖️ Benefícios

• Up to 25% travel for customer meetings, Executive Business Reviews, and industry events • Standard business hours with flexibility for customer time zones